We live in an age where processes need to be quick and efficient. Our expectations have moved away from waiting five days for a reply to often expecting same day service.
To meet this demand we have automated many services – banking, buying insurance, booking event tickets are just some examples. In the main we have all embraced this new ease and efficiency. We all have the days when you just want to buy something and don’t want to set up an account. And we have all come across systems that just don’t work for us – voice recognition phone systems, or the password rest that just sends you round in circles.
When designing these systems we need to think not just how well they fit into the company’s system and way of working, but also how will the user find them? Also can your use access them? There is still a large number of people who do not have access to a computer or a smartphone and who cannot access the internet. Do your systems make it easy for them to contact you and do business with you? Were they taken into account during the design of your system? What do you have in place to support them in the same way as yoru online clients?
Is your system designed to deal with large numbers of applications, but overall doesn’t answer your customers questions about the product? It might be saving the business money in reduced staff costs, but how many potential customers are you losing? In the current Covid19 climate a number of businesses are looking for funding. One of the ways is to get a loan, but the majority of lending institutions are not being upfront with the interest rate they will charge. The only way to find out is to complete a lengthy online application. At a time when businesses are having to make quick decisions, even providing a ballpark figure up front will help them decide if they can afford the loan in the long run, and that it is worth their time and effort going through the application process.
Whether you are buying an off the shelf system or having a bespoke one built, do take the following actions:
- Think about your internal processes. Does the new system fit in with them? Will they need revising? Take time to map out your processes and look for areas of duplication or concern
- Will the new process benefit all of your target market? If not what do you need to do for those that won’t fit into the process?
- Does the new process answer the needs of your customers? It might look great and give the impression of a smooth running organisation but ids it user friendly
- Testing – get some existing clients or contacts to test it and get their feedback on it
- Training – what training will your staff need?
- Costs – Will the cost of the system actually save you money in the long run? Having a smart, professional system is great but it needs to add value and cover its costs.
We all love an easy way to do business, but do ensure that the systems you put in place support your business growth and your clients needs.
If you would like some help reviewing or designing your business processes contact us today.